Can I get a replacement item instead of a refund?

It depends on the situation. If your item arrived damaged or defective, a replacement is often an option. For other cases, like ordering the wrong size, the standard process is to return the item for a refund and place a new order.

Here’s how it works.

If your item is damaged or defective

If you received a product that's broken or not working as it should, you can definitely ask for a replacement.

Contact us quickly: Let our team know at orders@droppe.com about the issue.
Take a picture: Be ready to send a photo of the damage. This helps us sort things out with the supplier faster.
We'll find a solution: We may offer you a replacement, a repair, or a full refund, depending on the case.

Heads up: You need to contact us within 48 hours of receiving the delivery if an item is defective or damaged.

If you ordered the wrong size or item

If you ordered something by mistake, the standard process is to return it for a refund.

The most straightforward way to get the right item is to:
Start a return: Contact orders@droppe.com to return the item you don't want.
Place a new order: Go ahead and order the correct size or product right away so you get it sooner.
Get your refund: Once we receive and check the returned item, we’ll process your refund to your original payment method within 14 days.

Quick tip: Placing a new order right away is usually faster than waiting for the return process to complete before you get the right gear.

Common follow-up questions

Who pays for return shipping?

You are responsible for the cost of return shipping unless the product you received was defective or damaged.

What items can't be returned?

Some items can't be returned, especially for safety and hygiene reasons. This includes:
Custom or personalized items
Opened or used safety gear
Sealed products that have been unsealed, like certain hygiene items

Need a hand? Chat with us anytime.

Updated on: 15/06/2025